Suburban Nissan of Farmington Hills — Local services in Farmington Hills

I’ve purchased multiple vehicles from Suburban dealerships. Each experience was pleasant... except the most recent.

My wife and I went in looking to purchase a specific vehicle. We scheduled an appointment ahead of time with the dealership and were told that the vehicle would be ready and waiting for us.

We stood around for 45 minutes after arriving promptly. No vehicle, no idea we were coming. Clearly no communication.

After taking the vehicle for a test drive, we asked to drive another of the same model as the first didn’t drive as expected. Come to find out, the Certified Pre-Owned inspection had not been performed. This being the case, the vehicle should not have been listed for sale. Issues aside (which were remedied by inspection and repair), we decided to purchase the vehicle.

Neither the salesman nor sales manager made an attempt to work with us on pricing of the vehicle or trade. Undoubtedly, trade-in value was low. However, we are well-qualified payment buyers and the finance manager made it work to accommodate us. The only accommodation of the entire process.

We were told we may have to wait a short while after our paperwork was done to take the vehicle, fine. Then we were told it would be the next day. Then the day after that, as they needed a part to complete the Certified Pre-Owned process. Then the weekend after that when it didn’t show. Then the Monday after that... Tuesday... a week.

The salesman was simply passing the buck as to why the vehicle wasn’t ready. Over and over. The service and parts department had no idea what was happening. The sales manager simply refused to return calls.

The process of not knowing when the vehicle would be ready and having to continually check due to lack of trust in the employees robbed my wife of the excitement of a new vehicle.

The only silver lining from the entire process is the fact that the finance manager was extremely proficient, congenial, and professional. Had the entire experience been as smooth as the paperwork, it would’ve been fantastic.

TL/DR : the dealership listed a car as ready for sale when it wasn’t and bungled the transaction for a week. Go elsewhere.

EDIT: This ordeal has continued to prolong. The dealership neglected to promptly mail out the payoff check to our previous bank, resulting in multiple "late payment" notices, phone calls, etc.. After speaking with an incredibly friendly employee at our local branch, we were able to remedy the situation. Once the check DID arrive, it was short, requiring my wife to go to the bank and pay the difference.

Following this, the dealership contacted US to request a letter from the bank stating the previous vehicle was paid off and that if we didn't have one, to come to the dealership and sign off on the lien because they had an interested buyer in the vehicle we traded.

The condescension toward my wife from the staff is deplorable. The manager spoke to me as if I'm a buddy and that my wife was some dumb woman. That's MY WIFE.

Clearly, these buffoons have a specific MO and aren't going to change. Already trying to sell a vehicle that doesn't have the paperwork in order, and borderline harassing my wife.

Some serious change needs to happen at this dealership. From...

I want to talk about my experience getting my first ever lease from this location!

This is technically my second lease from the location as my first one got cancelled essentially due to a bad accident I was in. (only 5 days on that lease!) My insurance bought out the older lease and I came in when John Ashcraft contacted me and offered to give me the exact same deal, which I was really relieved to hear.

So John Ashcraft was a great sales rep that helped me out alot and I really appreciated the time he put into me. In fact, hes the reason the rating isn't lower! The reason I'm giving a 3 star is for 2 reasons: The amount of time it took on both my visits and the rude, unprofessional attitude displayed by the person who was in charge of the payment procedure for me (The financial manger?): Joe Sinishtaj. Joe Sinishtaj definitely tanked the overall experience for me.

Joe basically started breaking down the costs for me and I discovered that I had to pay the 250 down payment for the second time in less than a week. I felt very uncomfortable with this and while he droned on and on about the "special" packages I could apply, I told him that I wanted to talk to Lydia, the sales manager, because look, I'm about to make a 36 month commitment. Can't you do me the smallest favour and just help me sort out any discomfort I might have? Apparently no. He told me initially theres nothing he can do and continued his drone on packages I had completely lost interest at that point and I insisted I speak to Lydia. He went out for a few seconds and told me that theres nothing that could be done. I told him again I just wanted to speak to Lydia to clear out any misconceptions and he told me to my face: Lydia does not want to speak to you. I asked him if he knew how to speak to customers and he said, brimming with arrogance, "Yes, I do." and continued his drone about different packages I should purchase and apply to my lease. I got up and left. Joe stopped me and told me to pick up my things and then leave. Yeah, there was no attempt to be apologetic. I mean, he didn't even try to fake it. He was basically fine with me walking out because his ego was more important than the sale.

I ended up completing the lease agreement through John Ashcraft, who was infinitely times more professional and I appreciated his patience. The dealership was ok. I mean, they managed to get me my first lease so the minimum criteria was met. I don't know if I will get another lease from this dealership though because of this unfortunate incident.

Thank you Joe Sinishtaj for the memorable experience (obvious sarcasm). I'm sorry if I was rude to you at the end but please understand that when you treat your customers like that, any reasonable person would get angry. Please take your job more seriously or find a job that requires you to work away from customers because I thought you were either on a power-trip or you were dissatisfied...

This was a hard decision whether to give them 3 or 2 stars. The car I bought is still running a year later but there are a lot of things with their service as well as the car that are not okay. Where to starts...First, when we went for the test drive the sales person sat in the front passenger seat making my husband sit in the back. I thought this was weird but I thought maybe it was because it was snowing and he was nervous to have us test drive it. After driving around in it after purchasing it we realized it was because the heat didn't work on that side and they were covering that up. Also he didn't let me drive it very long. I was able to get them to take some of the price down but knowing what I know now I would have insisted on more. Second, they kept us waiting for 2 HOURS in the lobby while they "cleaned" the car. Once I got in the car they cleaned NOTHING! the where white smudges, brown dirt smudges, scuffs all over the car that were there when I test drove it in the first place. Once I got home I grabbed some cleaning utensils and wipe down the interior of the car, the towels that I used to wipe down the car the day I bought it was black with dirt and nastiness, they did not clean the car. Third, there is oftin a musty/mildewy smell that fills the car on hot humid days. the Carfax said nothing about this car being in any water damage of any kind which makes me feel like they must have wiped the Carfax clean don't know if that's possible but I also don't know why my car smells like it was under a couple feet of water whenever it gets hot. Once I had enough time and the temperature allowed, I got my own carpet cleaner out and clean the interior of the car myself it took about five passes with my cleaner on the passenger seat until the water was coming out clear instead of red Brown. Gross! Again they never clean the car. And forth, the battery died only 7 month after I bought it. Now I know this may be a courtesy that only some car dealerships do but it seems a bit silly that my battery was so dead that it couldn't even last a year in that car. I bought a car a year earlier from a very small family owned car dealer in the depths of Detroit in which the car was in better condition when I drove off the lot as far as cleanliness as well as a new battery was in it and new tires. They also had a mechanic on staff who fixed all of the car issues that any of them had before they even put them up for sale. When I walked into the smaller dealership you actually would see a row of dead batteries that they had to go out for recycling that they pulled out of cars. I only mention this because if a small family owned car dealership can make sure that you are driving off the lot with a clean well cared for car why can't this major corporation...